AT&T 555-230-520 Customer Service Center

Call Vectoring Applications

11-2 Issue 4 September 1995

Customer Service Center

Example 1 presents a scenario where a customer service center is open

weekdays from 8 a.m. until 5 p.m. The center provides two separate telephone

numbers. One number is for ordinary customers, while the other numb er is for

priority customers. The following three vectors illustrate how calls to the

customer service center are handled.

Table 11-1. Applications and Corresponding Feature(s)

Section Title Example

No. Feature(s) Used

Customer Service Center 1 Basic Call Vectoring

Automated Attend ant 2 Call Prompting

DIVA and Data/Message Collection 3 Call Prompting,

Basic Call Vectoring

Distributed Call Centers 4 Look-Ahead Interflow,

Basic Call Vectoring

Help Desk 5 Adjunct Routing,

Call Prompting,

Basic Call Vectoring

Insurance Agency/Service Ag e n c y 6 Basic Call Vectoring,

Call Prompting,

Rolling ASA,

EWT ,

VDN Calls, and

ANI Routing

Warranty Service 7 Basic Call Vectoring,

EAS

Resort Reservation Service 8 Basic Call Vectoring,

Adjunct Routing,

Call Prompting,

EAS

Contents

Main Table of Contents 1 2 iv 3 4 5 vi 6 7 8 9 viii 10 11 x A Page xii Page xiv B C xvi D E Call Vectoring and EAS F BCMS/CMS G H xviii I J K L M N GL IN About This Document Feature Availability What is Call Vectoring? 1-2 Page 1-4 What is Expert Agent Selection (EAS)? Call Vectoring Features 1-6 Contents and Organization of the Guide DEFINITY Ge n eric 3 Call Vectoring/Expert Agent Selection (EAS) Guide, Intended Audience and Use of the Guide References Tutorial Entering the Vector On-Line CentreVu Call Management System Release 3 Version 4 Administration, 2-2 Procedures for Basic Screen Administration Entering the Vector On-Line Issue 4 September 1995 2-3 Figure 2-2. Call Vector Form (Page 2 of 3) Figure 2-3. Call Vector Form (Page 3 of 3) 2-4 DEFINITY Communications System Generic 3 Version 4 Implementation, n y (yes) x Constructing a Vector: One Approach 2-6 Phase 1: Queuing a Call to the Main Split low top, high, medium, low Phase 2: Providing Feedback and Delay Announcement 2-8 Phase 3: Repeating Delay A nnouncement and Feedback sequential flow branching 2-10 Phase 4: Queuing a Call to a Backup Split if calls-queued < 5 wait- time Phase 5: Checking the Q ueue Capacity 2-12 Phase 6: Checking for N on-Business Hours 2-14 Benefits of Call Vectoring 2-16 Page Fundamentals of Call Vectoring Call Management 3-2 Call Flow conditional intraflow Caller Control Call Queuing to Splits Multiple split queuing backup splits multiple split queuing 3-4 Split Queue Priority Levels Agent Work Mode work mode After-Call-Work Mode Calling Party Feedback 3-6 Dialed Number Identification Service (DNIS) Vector Processing Vector Directory Number 3-8 GBCS Products Security Handbook VDN Override 3-10 VDN in a Coverage Path Service Observing VDNs DEFINITY Communications System Generic 3 Feature Description, goto step 6 if unconditionally Vector Control Flow goto vector 29 if staffed-agents in split 6 < 1 3-12 Termination vs. Stopping but leaves the call in queue stopping vector processing termination Command Summary 3-14 Condition Testing within the Commands false true Page Basic Call Vectoring 4-2 Providing Call Treatments treatment immediately Announcements 4-4 Delay Announcements forced announcement Forced Announcemen ts Information Announcements information announcement Delays with Audible Feedback 4-6 Multiple Audio or Music Sources Busy Tone Disconnect 4-8 Voice Response Scripts Page 4-10 passing vdn calls-queued Routing Calls Queuing Calls to ACD Splits Multiple Split Queuing multiple split queuing 4-12 Leaving Recorded Messages 4-14 Option with the VDN as the Coverage Point queued Sending Calls to a Vector-Programmed Num be r interflow Interflow 4-16 oldest call-wait in split 1 > 120 seconds messaging spli t calls-queued in split 1 > 10 Service Observing Service Observing FAC Vector 4-18 Branching/Programming Unconditional Branching Conditional Branching Stopping Vector Processing 4-20 implied stop Vector Chaining Call Prompting 5-2 Touch-Tone Collection Requirements DEFINITY Communications System Generic 3 Version 4 Implementa tion DEFINITY Communications System Generic 3 V2/V3 Implementatio n Call Prompting Digit Entry 5-4 Removing Incorrect Digit Strings fewer variable-length digit string Entering Variable-Length Digit Strings Entering Dial-Ahead Digits 5-6 Treating Digits as a Destination route-to number c ommand route to digits route-to Using Digits to Collect Branching Informatio n not-in goto Vector Routing T ables goto ...if 5-8 DEFINITY Communications System Generic 3 Version 4 Implementation DEFINITY Communications Syste m Generic 3 V2/V3 Implementation Page 5-10 Using Digits to Select Options Displaying Digits on the Agents Set x a, b, c, 1234567890 5-12 Passing Digits to an Adjunct Creating Service Observing Vectors Remote Access Service Observing Vector 5-14 User-Entered FAC and Extension Preprogrammed FAC and Exten sion Dial-Ahead Digits route-to dig it s, go t o. .. if d igits, 5-16 9 5 route-to digit s collect 5-18 ASAI-Requested Digit Collection ASAI-Provided Dial-Ahead Digits Advanced Vector Routing 6-2 Expected Wait Time (EWT) expected-wait EWT for a Split EWT for a Call Passing EWT to a VRU 6-4 The EWT Algorithm When to Use Wait Time Predictions Example 1 EWT Routing and Passing Wait to a VRU 6-6 Example 2 Notifying Callers of Wait Time Without a VRU Page 6-8 Example 3 Using EWT to Route to the Best Split Factors that Effect the Value of EWT Factors that Cause EWT for a Split Priority Level to Increase Factors that Cause EWT for a Split Priority Level to Decrease 6-10 Rolling Average Speed of Answer (ASA) Rolling ASA Split Calculation Rolling ASA VDN Calculation yes no Rolling ASA Considerations 6-12 VDN Calls Counted Calls counted-calls ANI and II-Digits Routing ANI Routing 7-2 ANI Routing Example Vector Routing Tables with ANI goto...if ani not-in 7-4 II-Digits Routing 7-6 II-Digits Routing Example 7-8 Look-Ahead Interflow route-to digits with coverage n Route-to number with coverage y or route-to digits with coverage y Route-to number with coverage n 8-2 Two Switch Configuration Sending Switch Operation 8-4 Receiving Switch Operation Page 8-6 Page 8-8 Tandem Switch Configu ration 8-10 Sending Switch Operation Tandem Switch Operation Far End Switch Operation DNIS and VDN Override in an LAI Environmen t Answering Agents Display 8-12 Originators Display no Look-Ahead Inte rflo w w ith AT &T Network Alternate Destination Redirection (ADR) 8-14 Adjunct Routing 9-2 Sending the Call Route Request DEFINITY Ge n eric 3 CallVisor ASAI Technical Re ference DEFINITY Co m munications System G en eric 3 Feature Description 1111 Effects of ASAI Link Failure on Vector Processing 9-4 goto step Awaiting the Response to the Call Route Request 9-6 Receiving and Implementing the Call Route 9-8 route-to with coverage wait-time, ann ouncement, goto, Multiple Outstanding Route Requests User Scenarios Expert Agent Selection 10-2 Logical Agent Identifying Caller Needs Page 10-4 DNIS/ISDN Called Party Call Prompting/VRU Digits Host Database Lookup converse- on skill Direct Agent Calling Administering Skills 10-6 DEFINITY Communications System Generic 3 Feature Description, DEFINITY C ommu nications Sy stem Generic 3 Implementation VDN Skills 10-8 443333 33 99 10-10 Vector Directory Number (VDN) Form DEFINI TY Communications System Generic 3 Implementation Call Vector Form DEFINITY Co m munications System Ge n eric 3 Implementation Agent Skills 10-12 DEFINITY Communications System Generic 3 Implementation Delivering the Call to the Skill Queue 443333 33 99 queue-to main skill 10-14 high check-backup skill, messaging skill, Procedure Using Call Prompting route-to...if dig its Super Agent Pool 10-16 queue-to main skill queue to main skill 10-18 Routing the Call to an Agent queue-to main skill, check-backup skill, messaging skill, Delivery from a Skill Hunt Group Page 10-20 Page 10-22 ACD Login ID Dialing Logical Agent DEFINITY Comm uni c a tions System Generic 3 V4 Implementation manual 10-24 Interactions Involving EAS Abbreviated Dialing Administration Without Hardwar e Agents in Multiple Splits Featur e 10-26 Agent Work Modes Assist Audible Message Waiting Auto-Available Skills Page 10-28 Call Pickup Class of Restriction Class of Service Dial Plan Look-Ahead Int e rflow Multiple Split Queuing OCM/EAS 10-30 Commands for OCM Predictive Calls Queue Status Indications Service Observing adjunct routing Page 10-32 Feature Requests Multiple Monitors Value Queries Event Notification Adjunct-Controlled Skills 10-34 AUDIX CMS (R3V2 and later releases) Speech-Processing Adjuncts EAS Agent LoginID Table 10-36 Page Page Call Vectoring Applications 11-2 Customer Service Center Page 11-4 Automated Attendant route-to number DIVA and Data/Message Collection Net asset values Account inquiries New accounts Call Vectoring Applications 11-6 Figure 11-3. Example 3: DIVA and Data/Message Collection Page 11-8 Distributed Call Centers Page 11-10 Help Desk 1, 2, succeeds route-to n um ber Insurance Agency/Service Agency 11-12 Page 11-14 Warranty Service (with EAS) 11-16 Page 11-18 NETWORK check backup skill check backup skill 11-20 Resort Reservation Service (with EAS) Placing the Reservation Specific Number Dialing General Number Dialing 11-22 passing digits Call-Back Provisions Vector Exercises 11-24 Exercise 1: Emergency and Routine Service queue-to collect digits after announcement 11-26 Exercise 2: Late Caller Treatment Page 11-28 queue-to main split command wait Exercise 3: Messaging Option queue-to main sp lit A Call Vectoring Commands A-2 Command Description/Reference Command/Option Summary A-4 Command Job Aid A-6 ~ s, ~ w, ~ Page A-8 Page Call Vectoring Commands A-10 Table A-7. Vectoring Commands Generic 3 Version 4 Command Job Aid Issue 4 September 1994 A-11 Table A-8. Vectoring Commands Generic 3 Version 4 Call Vectoring Commands A-12 Table A-9. Vectoring Commands Generic 3 Version 4 Command Job Aid Issue 4 September 1994 A-13 Table A-10. Vectoring Commands Generic 3 Version 4 A-14 Command Directory < > A A-16 Page A-18 route-to with coverage Page A-20 Page Page DEFINITY Commu nications System Gen eric 3 Feature Description BCMS/CMS Interactions Page Page A-26 Check-Backup Comm and Page A-28 less than check-backup split (skill) disconnect, check-backup split (skill) check-backup A-30 Page A-32 collect dig its collected route-to...if digits goto...if digits route-to digit s A-34 Converse-on Command A-36 if digits Prompt and collect prompt and collect A-38 prompt and collect data_1 data_2 A-40 Page A-42 Page A-44 Page Page Page Page Condition = counted-calls: Condition = expected-wait: A-50 Page A-52 Page Page Condition = rolling-asa: Condition = counted-calls: Condition = expected-wait: A-56 Page A-58 32 t 2nd 3 Page Page Messaging Command A-62 none messaging split (skill) A-64 Queue-to Main Command A-66 disconnect, busy Page Page Route-to Command A-70 route-to number ... if digit ~p ~w route-to dig its ~ ~s A-72 Coverage route-to with cov n coverage yes A-74 route-to with coverag e y route-to with cov y route-to with coverage n Page A-76 with coverage yes Page Page Wait-time Command Multiple Audio/Music Sources Syntax (G3V4 and later releases): 0 through 8 0 through 998 A-80 Page A A-82 Page A-84 Page A-86 B Call Vectoring Management Implementation Requirements for the Call Vectoring Features DEFINITY C ommun ications System Generic 3 Implementation B-2 DEFINITY Communications System Generic 3 Feature Descript ion B-4 Page B-6 Enabling the Vector Disconnect Timer DEFINITY Co m munications System G en eric 3 Implementation DEFINITY Communications System Generic 3 Implementation Upgrading to a Call Vectoring Environment Changing and Testing the Vector B-8 DEFINITY Co m munications System Ge n eric 3 Implementation C Considerations for the Call Vectoring Features Basic Call Vectoring Considerations C-2 goto vector Call Prompting Considerations collect Look-Ahead Interflow Considerations C-4 Adjunct Routing Considerations VDN Return Destination Considerations C-6 User Scenario Remote Access with Host Provided Security Page C-8 User Scenario Saving in Trunk Facilities Between Call Centers D Troubleshooting Vectors Unexpected Feature Operations D-2 route-to with coverage yes Unexpected Command Operations D-4 queue-to main D-6 # * Page D-8 messaging split none Converse Command Debugging D-10 Page D-12 Tracking Unexpected Vector Events Category Vector Display Events Form enter command Display Events Report D-14 Summary of Vector Events Page D-16 collect 541 522 520, 521 Page D-18 adjunct routing ste p time-of-day Page D-20 Page D-22 messaging Page E Functional Differences for G2 and G3 Call Vectoring and EAS Differences in Command Function E-2 Queue-to Main Split and Check-Backup Split check backup check backup split queue to E-4 Goto Step and Goto Vector check- backup goto Route-to Number ~p, ~w, ~W, ~m , # * ~s E-6 Announcement DEFINITY Communications System Generic 3 Feature Description, Wait-time Busy E-8 General Call Vectoring Functional Differences queue to main split check backup Page E-10 Differences in Defining/Interpreting Split Flows check backup split R3 CMS Standards R2 CMS Standards requeued E-12 only in the first split to which the call requeues Differences Between G2 and G3r EAS Page F Interactions Between Call Vectoring/EAS and BCMS/CMS F-2 BCMS/CMS Tracking in a Call Vectoring Environment BCMS Tracking Defining and Interpreting Call Flows R3 CMS, R2 CMS Busies and Disconnects VDN Inflows and Outflows F-4 R3 CMS and BCMS Standards Vector flow out Vector flow in Vector Inflows and Outflows Split Inflows, Outflows, an d Deq ueu e s R3 CMS and BCMS Standards F-6 R2 CMS Standards only in the first split to which the call requeues requeued Examples of Split Flow Tracking converse on split F-8 Page F-10 Page F-12 original new Evaluating Split Performance Page F-14 Using BCMS/CMS Reports to Evaluate Call Vectoring Activity CMS Reports Vector Flow In Vector Flow Out BCMS Reports DEFINITY Co m munications System Generic 3 Basic Call Management System (BCMS) Operations F-16 Using CMS in an EAS Environment Tracking Entities Agents and their Skills Direct Agent Calls Non-ACD Calls VDN Skill Preferences F-18 G G-2 Page G-4 Page H Detailed Call Flow for Converse VRI Calls H-2 Converse Call Placement converse- on Data Passing Prompt a nd collect H-4 Page H-6 VRU Data Collection Script Execution Data Return H-8 collect dig its Script Completion quit H-10 DEFINITY Switch Data Collection Page I Security Issues GBCS Product s Security Handbook Remote Access I-2 Front-Ending Remote Access route-to dig its route-to number Replacing Remote Access EAS Vector Initiated Service Observing Security J Setting Up a Call Center J-2 Call Vectoring/Non-EAS Option Page J-4 Page Page Call Vectoring/Non-EAS Option Issue 4 September 1995 J-7 Figure J-2. Non-EAS Worksheet #2: Current Split Operation Worksheet Non-EAS Worksheet #2 Current Split Operation Worksheet Page Call Vectoring/Non-EAS Option Issue 4 September 1995 J-9 Figure J-4. Non-EAS Worksheet #4: Vector Design Worksheet J-10 Call Vectoring/G3 EAS Option Page J-12 Page J-14 Page Page Call Vectoring/G3 EAS Option Issue 4 September 1995 J-17 Figure J-6. EAS Worksheet #2: Current Split Operation Worksheet EAS Worksheet #2 Current Split Operation Worksheet Page EAS Worksheet #4 Individual Agent Skill Worksheet Generic 3 Setting Up a Call Center J-20 Figure J-9. EAS Worksheet #5: Agent Skills Worksheet Generic 3 EAS Worksheet #5 Agent Skills Worksheet Generic 3 Page Setting Up a Call Center J-22 Figure J-11. EAS Worksheet #7: Vector Design Worksheet EAS Worksheet #7 Vector Design Worksheet K Converting a Call Center to EAS K-2 Step 1: Pre-EAS Cutover Administration for the G3V2 (or later) Switch Page K-4 Page K-6 Step 2: Pre-EAS Cutover Administration for CMS Step 3: Pre-EAS Cutover Administration for AUDIX Step 4: Pre-EAS Cutover Administration for Messaging Server Step 5: Pre-EAS Cutover Administration for ASAI DEFINITY C ommun ications Syste m CallVisor ASAI Planning Step 6: EAS Cutover K-8 mon bcms split release station x release mis busy station x release link n L V4 Feature Availability wait-time route-to n um ber L-2 M Improving Performance M-2 Looping Examples Audible Feedback M-4 Lookahead In terflow Page M-6 Check Backup Page M-8 Other Examples After Business Hours Lookahead In terflows M-10 Relative Processing Cost of Vector Commands M-12 N Issue 4 September 1995 N-1 Call Vectoring System Parameters G3iV1.1 and G3V2 System Parameters Table N-1. Maximum System Parameters for Call Vectoring/EAS for G3V2 G3V3 System Parameters 1. Table N-2. Maximum System Parameters for Call Vectoring/EAS for G3V3 G3V4 System Parameters Issue 4 September 1995 N-3 G3V4 System Parameters 1. Table N-3. Maximum System Parameters for Call Vectoring/EAS for G3V4 Glossary Issue 4 September 1995 GL-1 GL A GL-2 yes Issue 4 September 1995 GL-3 B GL-4 collect digi ts Issue 4 September 1995 GL-5 GL-6 collect digits coll ect di gi t s Issue 4 September 1995 GL-7 E F G H I GL-8 Issue 4 September 1995 GL-9 J K L M GL-10 messaging split route-to N O Issue 4 September 1995 GL-11 P goto route-to <extension> route-to VDN Q R T route-to Issue 4 September 1995 GL-13 U V GL-14 W X Y Z IN Index Symbols A IN-2 B C Page IN-4 D E F IN-6 G H I L M N O P Q R S T IN-10 U V IN-12 W